Viewing intelligent triage predictions and suggested macros

Tip: You must have the Advanced AI add-on and have Agent Workspace activated to use the features described in this article.

When you enable intelligent triage, Intelligence in the context panel is automatically added to tickets in the Zendesk Agent Workspace. This panel shows agents the following information:

• The ticket’s predicted intent, language, and sentiment. This gives agents context about the ticket. For more information about intelligent triage prediction types, see Automatically triaging tickets based on intent, language, and sentiment.
• Suggested macros. This helps agents provide the requester with quick and efficient support by suggesting responses based on the content of the ticket. For more information about suggested macros, see Using suggested macros. Suggested macros appear only if your account includes enough macro usage data.

This article contains the following topics:

• Accessing the Intelligence panel
• Changing a ticket’s intent, language, or sentiment from the Intelligence panel
• Applying a suggested macro from the Intelligence panel

Accessing the Intelligence panel

The Intelligence panel gives agents quick access to intelligent triage information and suggested macros.

To access the Intelligence panel

1. In the Zendesk Agent Workspace, open any ticket.
2. Click the Intelligence icon () to open the panel.

   

   The panel includes information about the ticket’s predicted intent, language, and sentiment, as well as suggested macros.

   

3. From here, you can change the intent, language, or sentiment, or apply a suggested macro.

Changing a ticket’s intent, language, or sentiment in the Intelligence panel

In the Intelligence panel, agents can change a ticket’s predicted intent, language, or sentiment.

To change a ticket’s intent, language, or sentiment

1. With a ticket open in the Zendesk Agent Workspace, open the Intelligence panel. The top half of this panel shows the ticket’s predicted intent, language, and sentiment.

   

2. To change any of the predictions, click the current value (in blue) and select a new value from the drop-down list.

Your changes are saved when you submit the ticket update.

Note: Changing the intent, language, or sentiment doesn't influence the machine learning model responsible for intelligent triage. In other words, agents can't train the model.

Tip: You can report on agents' manual updates to the intelligent triage prediction fields, which helps you discover trends in the types of tickets where intelligent triage isn't correctly predicting the intent, language, or sentiment.

Applying a suggested macro in the Intelligence panel

In the Intelligence panel, agents can quickly apply suggested macros to a ticket.

To apply a suggested macro

1. With a ticket open in the Zendesk Agent Workspace, open the Intelligence panel. The bottom half of this panel shows a list of suggested macros.

   

2. Hover over the macro you want and click Apply macro.

   

3. Alternatively, if you want to see the contents of a macro before applying it, click the options button () and select Preview macro. A new window appears, showing the macro's text and other important details. From here, you can click Apply Macro.

   

4. If none of the suggested macros fit the situation, you can click the search icon () to begin searching for any macro that you have permission to see. Type your search terms and press Enter. Macros matching your search appear, and you can apply or preview them as described above.

   

The selected macro is applied when you submit the ticket update.